Expert insights. Personalized for you.
Value for customer is a customer’s perception of what they get versus what they give up when doing business with a firm. Four dimensions make up the overall value a customer perceives: 1) functional, 2) experiential, 3) symbolic, and 4) economic. But which combination is the right one? Find Your Organization’s Value Sweet Spot! The value for […]. age of the customer MORE
One thing you can always count on at the end of the year is an explosion of diet and exercise program commercials on television taking advantage of peoples’ desire to make. Stop falling prey to fad diets when it comes to your CX outcome metrics. The end of the calendar year is around the corner. View Article MORE
But beyond getting some physical exercise, it turned out to be the perfect prologue to the keynote on Day 1 of the Summit – Become an Experience Maker. This year, my Adobe Summit experience started off a little differently. I went hiking. With the opportunity to take in the natural beauty of Red Rock Canyon, the experience was sensational, to say the least. MORE
This simple exercise creates lasting changes in the way your team thinks and acts with customers. The post A Customer Loyalty Exercise – An Excerpt from Our NEW Customer Service Book Taming Gladys! They get to hear how their peers handle tough situations. They get to collaborate and practice new ways of approaching tough situations and share what they do that works. appeared first on Who's Your Gladys? MORE
One thing you can always count on at the end of the year is an explosion of diet and exercise program commercials on television taking advantage of peoples’ desire to make. Stop falling prey to fad diets when it comes to your CX outcome metrics. The end of the calendar year is around the corner. View Article. Healthcare MORE
Behind the Scenes Exercises/ResourcesCheck sheets (or tally sheets) are one of the seven management tools that organizations use to gather information to help monitor and improve quality. The beauty of using a check sheet is that it provides data (facts) about how a process is working and offers information about improvement opportunities. The check sheet collects data for the number of times an event occurs. MORE
Home About Service Untitled Subscribe for Free Consulting Contact Archives Call Your Competitors Douglas June 04, 2009 Behind the Scenes , Customer Service , Exercises/Resources 1 Comment Here is something you can do to make your company more competitive in about 10 minutes. Service Untitled The blog about customer service and the customer service experience. MORE
Journey mapping can be an energizing and eye-opening exercise in customer empathy. As advisors to B2B CX and Marketing Leaders in the Forrester Leadership Boards (FLB), we come along on many journey mapping “journeys”. The most common question we receive from executives is, “How do I ensure the journey mapping process is actionable and aligned […]. age of the customer B2B B2B marketing customer experience measurement customer journey mapping employee journey MORE
There are a number of actionable exercises after each chapter and frequent references to academic studies that provide additional context for those who are interested in finding them. Gallagher, Book Reviews Customer Service Experience Exercises/Resources This year, we decided to give copies of To Sell is Human: The Surprising Truth About Moving Others by Daniel H. Pink (signed by the author himself) to all of our employees at A Small Orange as part of our holiday gift package. MORE
It was a great exercise. This is the time of year for holiday cheer, family celebrations, and, of course, listings of annual trends! To help me identify trends for 2019, I reached out to some of the many thought leaders across Qualtrics and asked them to share one or two of the top experience management (XM) trends they are expecting to see in the coming year. MORE
What Is The Access To And The Source Of Mastery In The Exercise Of Human Centred Leadership? 2014 is behind us in a manner of speaking and we are in the first month of 2015. Listen to the news and you are likely to find plenty of challenges: stuff that we, individually and collectively, have to deal with. If you/i are to show up as human-centred leaders then what is the way to go about being-dealing with these challenges. This question is the subject of this conversation. MORE
We’ve seen this approach helpful when starting a new insight community, and as an annual exercise for well-established insight functions. An insight roadmap is a plan to keep your organization focused on customer centricity. It brings together stakeholders to agree on key objectives that your insight community will inform. It will help operationalize your community and give the insight community manager a path forward to inform the business. MORE
It is no more than an experiment conducted in a field laboratory (the test market) comprising of actual stores and real-life buying situations, without the buyers knowing they are participating in an evaluation exercise. . Test marketing is defined as a strategy used by companies to check the viability of their new product or a marketing campaign before it is being launched in the market on a large scale. MORE
This exercise, as simple as it sounds, was her way of creating a process improvement initiative that has been wildly successful. This is similar to an exercise that we do in our customer service workshops. What responses you get from Diane’s question or our workshop exercise will vary. MORE
” about everything, even the things that seem obvious, is an exercise worth doing. Culture Exercises/Resources Little Things, Big DifferencesThis isn’t related to customer service as strictly as most of the other posts here on Service Untitled, but as I was typing this up, I figured I’d post it here because some folks might get some value out of it. Like many people, I have a lot of respect for Steve Jobs and what he accomplished. MORE
Behind the Scenes Exercises/Resources Little Things, Big DifferencesImproving what we do and how we do it is an important part of business strategy. As organizations develop and grow, there is any number of improvement opportunities along the way. Opportunities can be related to business processes like the accounting function, a manufacturing process or a service process aimed to improve the customer experience. MORE
Exercises focused on your most important customer journeys. A workbook with example maps and exercises. In-person training won ’ t be back for a while… But the need to understand your customers’ behaviors, needs, and expectations remains as important as ever. MORE
Your Relationship Report Card To demonstrate how critical and dependent we are on others, The DiJulius Group uses the following exercise called Your Relationship Report Card. There are three parts: 1) Rank the importance of each group to your success, using 1-5 (1 being critically important, 5 being of low importance); 2) rank them in. Read Full Article. The post How Healthy Are Your Professional Relationships? appeared first on The DiJulius Group. MORE
Hot Topics and New Bits Teamwork Baby Boomer cross diversity exercise Gen X Gen Y generations multi-generational office silent generation success team building workplaceHere's a proven approach fr The People Skills Coach™ to team building across generations. Let youthful energy & mature experience increase innovation! The post Team Building Across Generations – Proven Approach | #leadership appeared first on KateNasser.com. MORE
Did you really exercise four times a week this year? How often do you keep your New Year’s resolution? Come on, be honest! Or skip the desserts and that end of day cigarette? Shh, I won’t tell. Get on with your bad self. MORE
Our signature two-day bootcamp is jam packed with content and exercises that will answer these questions: Why are customer journeys (and journey maps) important? One recent attendee called our journey mapping bootcamp “an MBA on steroids.” On May 16 & 17, join us in the heart of Chicago to find out why. What makes journey maps effective? How can you create journey maps? How can you use journey maps? MORE
One thing you can always count on at the end of the year is an explosion of diet and exercise program commercials on television taking advantage of peoples’ desire to make. Stop falling prey to fad diets when it comes to your CX outcome metrics. The end of the calendar year is around the corner. View Article MORE
Exercises focused on your most important customer journeys. A workbook with example maps and exercises. We’re in the midst of the most momentous and rapid change to human behavior that many of us will ever see. Even as countries around the world look to ease restrictions on citizens’ movement, this transformation will have a lasting impact on both our personal and professional lives for months and years to come. MORE
Uplifting Service book discussion guide management alignment reader's guide Service Culture study guide teambuilding exerciseUplifting Service Group Discussion Guide. This complimentary Uplifting Service Discussion Guide will enable you and your team to build a stronger and more sustainable service culture. Key questions for each chapter encourage personal reflection and dynamic group discussions. Use this Discussion Guide to engage and align all the members your team. MORE
One of the most compelling reasons to conduct a journey mapping exercise is to get various employee representatives around the room, engaging with one another and finding ways to make positive organizational change. One of the most compelling reasons to conduct a journey mapping exercise is to get various employee representatives around the room, engaging with one another and finding ways to make positive organizational change. MORE
The Value Of Brand Valuing a brand can be a deeply divisive exercise. Questioning it, or attempting to validate it, can well be an exercise in futility and mathematical mumbo jumbo. To most marketers, there is an axiomatic simplicity to brand value. Wally Olins (of Wolff Olins fame) once characterized the attempt to “chew [brand] […]. MORE
And to connect with people, it’s important to understand it’s an emotional exercise and it’s always taken personally. Relationships: Personal, business and customer are all the same. Sure the intent is different but when it comes down to how we make those connect, it doesn’t really matter the situation, because people are people. A friend of mine recently. The post Why You Need to Treat Your Business Relationships Personally appeared first on The Upsell. MORE
Uplifting Service book book discussion guide management alignment reader's guide Service Culture study guide teambuilding exerciseUplifting Service Group Discussion Guide. This complimentary Uplifting Service Discussion Guide will enable you and your team to build a stronger and more sustainable service culture. Key questions for each chapter encourage personal reflection and dynamic group discussions. Use this Discussion Guide to engage and align all the members in your team. MORE
Behind the Scenes Exercises/Resources Little Things, Big DifferencesI saw a commercial today for an exterminating company that advertised the ongoing training their employees receives. I’m not looking for an exterminator but it made me think about the importance of using what your organization does right and leveraging it as part of your marketing plan. We moved a few years ago and I researched moving companies to help us. MORE
Book Reviews Culture Customer Service Exercises/Resources Little Things, Big DifferencesI just finished reading Roadmap to Revenue : How To Sell The Way Your Customers Want To Buy ( Amazon.com link ). The book was written by Kristin Zhivago, a Revenue Coach and worldwide speaker who helps CEOs and entrepreneurs understand what customers really want and how they want to buy. MORE
Projective exercises—the presentation of calibrated stimuli onto which a respondent projects their feelings, attitudes or beliefs—are a critical asset in the qualitative researcher’s emotional toolbox. The technique offers the promise of achieving greater depth and validity of insight by facilitating … Continue reading → Healthcare Industry Expertise Life Sciences Qualitative Research Specialties Research Trends MORE
The post A Statistical Exercise, NPS is Not appeared first on Promoter.io With Rogue One upon us, we’d like to offer you some sage advice for avoiding the Dark Side of NPS… In a recent post, we showed you how Chime changed the scheduling of their surveys to better align with their customer lifecycle to drastically improve the accuracy of their results. What Chime had discovered was […]. General Net Promoter Online Marketing MORE
One of the arguments against journey mapping I often hear is that it's an exercise in futility: You map. This is key to avoiding that "exercise in futility" mentality or outcome. Today's post is a modified version of a post I originally published on Touchpoint Dashboard on February 4, 2015. You put it on the wall. And nothing changes. To that I answer: " You're doing it all wrong." MORE
It’s a daunting exercise each year to calibrate your investments for the next 12 months. As the fiscal year 2019 draws to a close, most business leaders are forced to hoist a familiar bag of bricks, the strategic plan for the year ahead. Where do you spend? Where do you cut? Answering these questions for 2020 is even more difficult with the wild card variable of just what the economy will do in 2020. MORE
On the other hand, if you find yourself in that ‘place’ and looking for an access to being effective in the exercise of change leadership then I invite you to listen – really listen and grapple with these words of wisdom: Position is everything. Just about every one of us (as a human being) sucks at relationship, at experience design, at calling forth engagement, at change, and at the exercise of leadership due to the neglect of this radical truth. MORE
We’re kicking off the new year by sharing some of our favorite workshop exercises to discover unmet needs, develop CX strategies, align on priorities, and spark innovation for your business. Try These DIY Exercises to Enhance Your Next CX Workshop. Here we walk through some of our favorite exercises used to help our clients spark innovative ideas and move confidently into the future. The post Workshop Playbook: 9 Exercises to Spark CX Innovation appeared first on Strativity. MORE
Infections are in the rise in more than 20 US states, and at least a dozen have experienced new record rates of infections. And the US isn’t alone; China and Brazil are experiencing a rise, too. Officials say the chance of a second wave is high. Over the last few months, we’ve been providing advice […]. Age of the Customer covid-19 pandemic return to work risk management MORE
A recent debate on Twitter surrounding the ethics of organizations using COVID-19 as a theme for phishing exercises sparked our interest, since it relates to our coverages areas and prior work experience. In one of Brian’s prior jobs, he conducted the phishing exercises for the employees of one of the larger security companies. MORE
Exercises Related Topics CX Journey
JULY 7, 2015
One of the arguments against journey mapping I often hear is that it's an exercise in futility: You map. This is key to avoiding that "exercise in futility" mentality or outcome. Today's post is a modified version of a post I originally published on Touchpoint Dashboard on February 4, 2015. You put it on the wall. And nothing changes. To that I answer: " You're doing it all wrong."
Promoter.io
DECEMBER 15, 2016
The post A Statistical Exercise, NPS is Not appeared first on Promoter.io With Rogue One upon us, we’d like to offer you some sage advice for avoiding the Dark Side of NPS… In a recent post, we showed you how Chime changed the scheduling of their surveys to better align with their customer lifecycle to drastically improve the accuracy of their results. What Chime had discovered was […]. General Net Promoter Online Marketing
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Strativity
JANUARY 22, 2020
We’re kicking off the new year by sharing some of our favorite workshop exercises to discover unmet needs, develop CX strategies, align on priorities, and spark innovation for your business. Try These DIY Exercises to Enhance Your Next CX Workshop. Here we walk through some of our favorite exercises used to help our clients spark innovative ideas and move confidently into the future. The post Workshop Playbook: 9 Exercises to Spark CX Innovation appeared first on Strativity.
Who's Your Gladys?
MAY 17, 2016
This simple exercise creates lasting changes in the way your team thinks and acts with customers. The post A Customer Loyalty Exercise – An Excerpt from Our NEW Customer Service Book Taming Gladys! They get to hear how their peers handle tough situations. They get to collaborate and practice new ways of approaching tough situations and share what they do that works. appeared first on Who's Your Gladys?
Market Strategies International
JANUARY 30, 2019
Projective exercises—the presentation of calibrated stimuli onto which a respondent projects their feelings, attitudes or beliefs—are a critical asset in the qualitative researcher’s emotional toolbox. The technique offers the promise of achieving greater depth and validity of insight by facilitating … Continue reading → Healthcare Industry Expertise Life Sciences Qualitative Research Specialties Research Trends
Forrester's Customer Insights
MARCH 30, 2020
Value for customer is a customer’s perception of what they get versus what they give up when doing business with a firm. Four dimensions make up the overall value a customer perceives: 1) functional, 2) experiential, 3) symbolic, and 4) economic. But which combination is the right one? Find Your Organization’s Value Sweet Spot! The value for […]. age of the customer
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Forrester's Customer Insights
JUNE 18, 2020
Infections are in the rise in more than 20 US states, and at least a dozen have experienced new record rates of infections. And the US isn’t alone; China and Brazil are experiencing a rise, too. Officials say the chance of a second wave is high. Over the last few months, we’ve been providing advice […]. Age of the Customer covid-19 pandemic return to work risk management
Maz Iqbal
JANUARY 19, 2015
What Is The Access To And The Source Of Mastery In The Exercise Of Human Centred Leadership? 2014 is behind us in a manner of speaking and we are in the first month of 2015. Listen to the news and you are likely to find plenty of challenges: stuff that we, individually and collectively, have to deal with. If you/i are to show up as human-centred leaders then what is the way to go about being-dealing with these challenges. This question is the subject of this conversation.
Kate Nasser
NOVEMBER 17, 2015
Hot Topics and New Bits Teamwork Baby Boomer cross diversity exercise Gen X Gen Y generations multi-generational office silent generation success team building workplaceHere's a proven approach fr The People Skills Coach™ to team building across generations. Let youthful energy & mature experience increase innovation! The post Team Building Across Generations – Proven Approach | #leadership appeared first on KateNasser.com.
Up Your Service
DECEMBER 1, 2015
Uplifting Service book book discussion guide management alignment reader's guide Service Culture study guide teambuilding exerciseUplifting Service Group Discussion Guide. This complimentary Uplifting Service Discussion Guide will enable you and your team to build a stronger and more sustainable service culture. Key questions for each chapter encourage personal reflection and dynamic group discussions. Use this Discussion Guide to engage and align all the members in your team.
Up Your Service
DECEMBER 1, 2015
Uplifting Service book discussion guide management alignment reader's guide Service Culture study guide teambuilding exerciseUplifting Service Group Discussion Guide. This complimentary Uplifting Service Discussion Guide will enable you and your team to build a stronger and more sustainable service culture. Key questions for each chapter encourage personal reflection and dynamic group discussions. Use this Discussion Guide to engage and align all the members your team.
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Service Untitled
JANUARY 7, 2014
There are a number of actionable exercises after each chapter and frequent references to academic studies that provide additional context for those who are interested in finding them. Gallagher, Book Reviews Customer Service Experience Exercises/Resources This year, we decided to give copies of To Sell is Human: The Surprising Truth About Moving Others by Daniel H. Pink (signed by the author himself) to all of our employees at A Small Orange as part of our holiday gift package.
Kerry Bodine
AUGUST 21, 2020
Exercises focused on your most important customer journeys. A workbook with example maps and exercises. In-person training won ’ t be back for a while… But the need to understand your customers’ behaviors, needs, and expectations remains as important as ever.
Service Untitled
MARCH 26, 2012
” about everything, even the things that seem obvious, is an exercise worth doing. Culture Exercises/Resources Little Things, Big DifferencesThis isn’t related to customer service as strictly as most of the other posts here on Service Untitled, but as I was typing this up, I figured I’d post it here because some folks might get some value out of it. Like many people, I have a lot of respect for Steve Jobs and what he accomplished.
Service Untitled
JULY 16, 2012
Book Reviews Culture Customer Service Exercises/Resources Little Things, Big DifferencesI just finished reading Roadmap to Revenue : How To Sell The Way Your Customers Want To Buy ( Amazon.com link ). The book was written by Kristin Zhivago, a Revenue Coach and worldwide speaker who helps CEOs and entrepreneurs understand what customers really want and how they want to buy.
Service Untitled
JUNE 2, 2011
Behind the Scenes Exercises/Resources Little Things, Big DifferencesI saw a commercial today for an exterminating company that advertised the ongoing training their employees receives. I’m not looking for an exterminator but it made me think about the importance of using what your organization does right and leveraging it as part of your marketing plan. We moved a few years ago and I researched moving companies to help us.
Service Untitled
FEBRUARY 18, 2011
Behind the Scenes Exercises/ResourcesCheck sheets (or tally sheets) are one of the seven management tools that organizations use to gather information to help monitor and improve quality. The beauty of using a check sheet is that it provides data (facts) about how a process is working and offers information about improvement opportunities. The check sheet collects data for the number of times an event occurs.
Service Untitled
APRIL 7, 2011
Behind the Scenes Exercises/Resources Little Things, Big DifferencesImproving what we do and how we do it is an important part of business strategy. As organizations develop and grow, there is any number of improvement opportunities along the way. Opportunities can be related to business processes like the accounting function, a manufacturing process or a service process aimed to improve the customer experience.
MaritzCX
NOVEMBER 11, 2015
One thing you can always count on at the end of the year is an explosion of diet and exercise program commercials on television taking advantage of peoples’ desire to make. Stop falling prey to fad diets when it comes to your CX outcome metrics. The end of the calendar year is around the corner. View Article
Service Untitled
JUNE 4, 2009
Home About Service Untitled Subscribe for Free Consulting Contact Archives Call Your Competitors Douglas June 04, 2009 Behind the Scenes , Customer Service , Exercises/Resources 1 Comment Here is something you can do to make your company more competitive in about 10 minutes. Service Untitled The blog about customer service and the customer service experience.
Vision Critical
NOVEMBER 25, 2019
We’ve seen this approach helpful when starting a new insight community, and as an annual exercise for well-established insight functions. An insight roadmap is a plan to keep your organization focused on customer centricity. It brings together stakeholders to agree on key objectives that your insight community will inform. It will help operationalize your community and give the insight community manager a path forward to inform the business.
NICE inContact
JANUARY 13, 2020
It’s a daunting exercise each year to calibrate your investments for the next 12 months. As the fiscal year 2019 draws to a close, most business leaders are forced to hoist a familiar bag of bricks, the strategic plan for the year ahead. Where do you spend? Where do you cut? Answering these questions for 2020 is even more difficult with the wild card variable of just what the economy will do in 2020.
Forrester's Customer Insights
AUGUST 14, 2018
Journey mapping can be an energizing and eye-opening exercise in customer empathy. As advisors to B2B CX and Marketing Leaders in the Forrester Leadership Boards (FLB), we come along on many journey mapping “journeys”. The most common question we receive from executives is, “How do I ensure the journey mapping process is actionable and aligned […]. age of the customer B2B B2B marketing customer experience measurement customer journey mapping employee journey
QuestionPro Audience
AUGUST 20, 2019
It is no more than an experiment conducted in a field laboratory (the test market) comprising of actual stores and real-life buying situations, without the buyers knowing they are participating in an evaluation exercise. . Test marketing is defined as a strategy used by companies to check the viability of their new product or a marketing campaign before it is being launched in the market on a large scale.
Experience Matters
DECEMBER 18, 2018
It was a great exercise. This is the time of year for holiday cheer, family celebrations, and, of course, listings of annual trends! To help me identify trends for 2019, I reached out to some of the many thought leaders across Qualtrics and asked them to share one or two of the top experience management (XM) trends they are expecting to see in the coming year.
Kerry Bodine
APRIL 19, 2020
Exercises focused on your most important customer journeys. A workbook with example maps and exercises. We’re in the midst of the most momentous and rapid change to human behavior that many of us will ever see. Even as countries around the world look to ease restrictions on citizens’ movement, this transformation will have a lasting impact on both our personal and professional lives for months and years to come.
SuiteCX
FEBRUARY 15, 2016
One of the most compelling reasons to conduct a journey mapping exercise is to get various employee representatives around the room, engaging with one another and finding ways to make positive organizational change. One of the most compelling reasons to conduct a journey mapping exercise is to get various employee representatives around the room, engaging with one another and finding ways to make positive organizational change.
MaritzCX
NOVEMBER 10, 2015
One thing you can always count on at the end of the year is an explosion of diet and exercise program commercials on television taking advantage of peoples’ desire to make. Stop falling prey to fad diets when it comes to your CX outcome metrics. The end of the calendar year is around the corner. View Article. Healthcare
MaritzCX
NOVEMBER 10, 2015
One thing you can always count on at the end of the year is an explosion of diet and exercise program commercials on television taking advantage of peoples’ desire to make. Stop falling prey to fad diets when it comes to your CX outcome metrics. The end of the calendar year is around the corner. View Article
Forrester's Customer Insights
MARCH 18, 2020
A recent debate on Twitter surrounding the ethics of organizations using COVID-19 as a theme for phishing exercises sparked our interest, since it relates to our coverages areas and prior work experience. In one of Brian’s prior jobs, he conducted the phishing exercises for the employees of one of the larger security companies.
The Upsell
SEPTEMBER 4, 2017
And to connect with people, it’s important to understand it’s an emotional exercise and it’s always taken personally. Relationships: Personal, business and customer are all the same. Sure the intent is different but when it comes down to how we make those connect, it doesn’t really matter the situation, because people are people. A friend of mine recently. The post Why You Need to Treat Your Business Relationships Personally appeared first on The Upsell.
ShepHyken
AUGUST 5, 2020
This exercise, as simple as it sounds, was her way of creating a process improvement initiative that has been wildly successful. This is similar to an exercise that we do in our customer service workshops. What responses you get from Diane’s question or our workshop exercise will vary.
Kerry Bodine
MARCH 14, 2018
Our signature two-day bootcamp is jam packed with content and exercises that will answer these questions: Why are customer journeys (and journey maps) important? One recent attendee called our journey mapping bootcamp “an MBA on steroids.” On May 16 & 17, join us in the heart of Chicago to find out why. What makes journey maps effective? How can you create journey maps? How can you use journey maps?
CustomerGauge
DECEMBER 20, 2016
Did you really exercise four times a week this year? How often do you keep your New Year’s resolution? Come on, be honest! Or skip the desserts and that end of day cigarette? Shh, I won’t tell. Get on with your bad self.
The DiJulius Group
FEBRUARY 20, 2019
Your Relationship Report Card To demonstrate how critical and dependent we are on others, The DiJulius Group uses the following exercise called Your Relationship Report Card. There are three parts: 1) Rank the importance of each group to your success, using 1-5 (1 being critically important, 5 being of low importance); 2) rank them in. Read Full Article. The post How Healthy Are Your Professional Relationships? appeared first on The DiJulius Group.
iPerceptions
MARCH 28, 2018
But beyond getting some physical exercise, it turned out to be the perfect prologue to the keynote on Day 1 of the Summit – Become an Experience Maker. This year, my Adobe Summit experience started off a little differently. I went hiking. With the opportunity to take in the natural beauty of Red Rock Canyon, the experience was sensational, to say the least.
Forrester's Customer Insights
JULY 22, 2019
The Value Of Brand Valuing a brand can be a deeply divisive exercise. Questioning it, or attempting to validate it, can well be an exercise in futility and mathematical mumbo jumbo. To most marketers, there is an axiomatic simplicity to brand value. Wally Olins (of Wolff Olins fame) once characterized the attempt to “chew [brand] […].
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